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Customerservices@lovelully.com

FAQ’s

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How can we help you? Whatever your query we are here to help you; from placing an order & delivery times to size guides & website hiccups.

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Ordering

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Unfortunately we are unable to reserve items, our system just isn’t quite up to this (yet!). We would always advise our customers to place their order as soon as possible so that they are not left disappointed!

If money is an issue, we do offer payment plans through Clearpay, Klarna & Laybuy

[/vc_toggle][/vc_column][vc_column width=”1/3″][vc_toggle title=”Why will my order not go through?”]

There are a few reasons why your order was not successful. Please check you have put the correct payment details in and that your billing and delivery address are correct. If you are paying via one of our payment plan providers, please ensure you have sufficient credit in your account, if the problem persists we would advise you to contact the provider (Clearpay, Klarna or Laybuy)

[/vc_toggle][/vc_column][vc_column width=”1/3″][vc_toggle title=”I have not received a confirmation, did my order go through?”]

If you are a new customer with us, or we have not been marked as a safe sender your confirmation will more than likely be in your junk mail. If you have checked here and you still have not received one, please contact us and we can re-send this to you.

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It is really important to check your order details before you confirm it. Please contact us as soon as possible so we can amend your order details. If you contact us after your order has been despatched, you will be responsible for the re-postage fee and no refund will be given for the item until it has been received back by us.

If the address is incorrect and refused by the recipient the parcel will be sent back to the main sorting office to be re-sent to us. Please allow 21 working days for this to be received by us, unfortunately we are unable to track this for you.

[/vc_toggle][/vc_column][vc_column width=”1/3″][vc_toggle title=”My order has failed, but the money has come out of my account?”]

If your order has failed, this means that your order has not been received by us. As a security measure your bank may temporarily hold the money which shows as a payment for up to 24 hours. If this is still showing after this timeframe we would advise you to contact your bank for confirmation.

[/vc_toggle][/vc_column][vc_column width=”1/3″][vc_toggle title=”Will I receive confirmation that my order has been despatched?”]

Absolutely, once your order has been despatched we will update our system to reflect this. You will receive an update to let you know your order is on your way, and if you have provided a mobile number you will also receive a text message.

[/vc_toggle][/vc_column][/vc_row][vc_row][vc_column width=”1/3″][vc_toggle title=”How do pre-orders work?”]Sometimes we offer pre-orders on selected items. This means you are able to reserve your little one’s size ahead of it arriving with us. Please just order as normal, and you can either pay the deposit option (this will be explained in the product description) or you can pay the full amount. If you order additional ‘ready to despatch’ items these will be sent to straight away using your chosen delivery method.[/vc_toggle][/vc_column][vc_column width=”1/3″][vc_toggle title=”Can I cancel a pre-order?”]It is possible to cancel your pre-order if you contact us before your item has been ordered from the supplier; you will be reimbursed the full amount. If you contact us once your item has been ordered, we are unable to refund any deposit paid as your item has been specifically ordered for you.

If you have paid for your item in full, we will refund you the amount minus the deposit (usually 30% – please see the terms on the item pre-ordered)[/vc_toggle][/vc_column][vc_column width=”1/3″][vc_toggle title=”How does Pangasa pre-order work?”]All of our Pangasa jackets & pramsuits are ordered in specifically for customers. If you place an order for Pangasa you have the option to pay a deposit (stated in the product description) or the full amount. Once this item arrives with us we will despatch to you via the postage method chosen.

As all of these items are ordered in specifically this means they are final sale & we cannot accept any returns (unless faulty!)[/vc_toggle][/vc_column][/vc_row][vc_row][vc_column][vc_separator][vc_column_text]

Delivery

[/vc_column_text][vc_separator][/vc_column][/vc_row][vc_row][vc_column width=”1/3″][vc_toggle title=”Do you ship internationally?”]We certainly do! All of our international services are fully tracked, so you will be able to follow your parcels journey.

  • Europe from £11.99 estimated between 3 to 5 working days*.
  • Worldwide from £15.99 estimated between 6 to 7 working days*.
  • Orders will be delivered Monday to Friday (excluding bank or public holidays)
    * all delivery times are estimates & exclude the posting day.

[/vc_toggle][/vc_column][vc_column width=”1/3″][vc_toggle title=”What will my customs charge be?”]This will vary from country to country so we would not be able to comment on this, unfortunately. We advise you to contact your local customs team, before placing your order so you know what to expect.

Your parcel will be marked clearly as ‘baby clothing’ and the parcel value will be added – this cannot be changed as it is a legal requirement from us.

Please note: custom fee’s are the responsibility of the customer.[/vc_toggle][/vc_column][vc_column width=”1/3″][vc_toggle title=”My parcel has been signed for but it wasn’t me.”]

We understand that you aren’t always going to be in when your parcel arrives. Please check that a red Royal Mail calling card has not been left for you. This will state where your parcel is and when you can collect it. Secondly check with your immediate neighbours or anyone who could have accepted and signed for your parcel on your behalf.

If after this you are still unable to locate your parcel, please contact us & we will open an investigation with Royal Mail. They will be able to track the delivery, as well as locating the co-ordinates of the parcel drop off and a description of the recipient. Please allow 7 to 10 working days for this to be completed. We are unable to comment before this time due to the updates available to us.

If your parcel has been signed for & the exact co-ordinates have been confirmed by Royal Mail, but this is still missing. We will issue a credit to the value minus the shipping as a gesture of good will.

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All of our delivery timeframes are estimates and the postal service may experience delays during busy periods or unprecedented times (seasonal events, pandemics etc). We will not compensate any late deliveries unless the mistake is ours and your parcel took longer than our 48 hour window to despatch.

[/vc_toggle][/vc_column][vc_column width=”1/3″][vc_toggle title=”Will you automatically refund me if my parcel doesn’t arrive?”]

We will open an investigation with Royal Mail before raising a refund so that they can track the whereabouts of your parcel and if necessary reimburse us for the cost. Please allow 7 to 10 working days for this to be completed. We are unable to comment before this time due to the updates available to us.

[/vc_toggle][/vc_column][vc_column width=”1/3″][vc_toggle title=”My parcel is missing.”]We understand that this can be frustrating when a parcel hasn’t arrived or even deemed as missing. We always strive to investigate this thoroughly with our courier. Please make us aware of a missing parcel within 7 calendar days of your parcel’s scheduled arrival. This allows us to open an investigation with our courier. Investigations after this time can be difficult to trace and claims may be cancelled by the courier.[/vc_toggle][/vc_column][/vc_row][vc_row][vc_column][vc_separator][vc_column_text]

Parcel

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We are really sorry to hear that your item is not up to our usual standards. Please inform us as soon as possible and attach a photo of the fault. We will refund you on receipt of the item and if it is deemed faulty we will also reimburse the return postage cost.

[/vc_toggle][/vc_column][vc_column width=”1/3″][vc_toggle title=”My order has arrived and I am missing an item.”]

We are all human, so mistakes can happen, however we will rectify this for you. Please contact us within 48 hours of receiving your parcel so that we can ensure the right item can be replaced in a timely manner. We will pay for the re-postage fee.

Please note: Any items deemed to be missing after 48 hours cannot be replaced as we will not be able to investigate this fully due to the fast pace of our business.

 

[/vc_toggle][/vc_column][vc_column width=”1/3″][vc_toggle title=”My order has arrived and I have received the wrong item.”]

We are really sorry about that, we are all human so mistakes can happen. Please contact us within 48 hours of receiving your parcel so that we can ensure the right item can be sent in a timely manner. We will require a photo of the incorrect item so that we can log this on our manifest and this will need to be shipped back to us. We will pay for the re-postage fee.

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Refunds, Returns & Exchanges

[/vc_column_text][vc_separator][/vc_column][/vc_row][vc_row][vc_column width=”1/3″][vc_toggle title=”Do you offer refunds?”]We certainly do! Please see our full returns policy here[/vc_toggle][/vc_column][vc_column width=”1/3″][vc_toggle title=”How long will it take for my refund to appear in my account?”]

Once your return has been accepted by us, we will authorise this within 48 hours. Please allow up to 7 working days for this amount to appear in your account. If you have paid via ClearPay, Klarna or Laybuy, your refund will be issued back to your account and your payment dates will be adjusted accordingly.

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We only provide a PRE-PAID returns label for customers who chose 24hr tracked delivery service. This label will be in your parcel, available for you to use if you require.

If you chose 48hr tracked delivery or you received free delivery your return postage will be at the senders cost & NOT reimbursed by us.

[/vc_toggle][/vc_column][/vc_row][vc_row][vc_column width=”1/3″][vc_toggle title=”Do you offer exchanges?”]We do not offer a straight exchange system. If you require an exchange of size we recommend: 

» Purchase correct items from our store.

» Return your unwanted items as per our returns policy[/vc_toggle][/vc_column][vc_column width=”1/3″][vc_toggle title=”I have ordered for a child that isn’t born yet, am I able to have a refund if is not suitable?”]

We understand that a lot of our items are bought as gifts. If the child is born past our 30 day return policy, we can certainly arrange a store credit, however a full refund will not be issued. Any birth within the 30 day period will be eligible for a full refund.

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Gift Cards

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We certainly do, you can select the gift card option on our website. Simply choose the amount you wish to give and have your gift card sent direct to yours or their inbox.

Add your special message and even add an image!

[/vc_toggle][/vc_column][vc_column width=”1/3″][vc_toggle title=”Can I refund a gift card?”]

Gift card purchases are non refundable & cannot be exchanged for cash value. All of our Gift Cards are valid for 12 months from the purchase date and these cannot be extended.

[/vc_toggle][/vc_column][vc_column width=”1/3″][vc_toggle title=”An item I have bought with a gift card is unsuitable, what are my options?”]

We understand that not all of our items will be suitable for everyone. You can return the item to us as per our policy, however you will be issued a credit note to the full value of the item. No cash refund will be issued.

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General

[/vc_column_text][vc_separator][/vc_column][/vc_row][vc_row][vc_column width=”1/3″][vc_toggle title=”Are you a real business?”]Yes we are! We know that shopping online in the current market can be very scary as you are buying through a screen, rather than face to face.

We are a registered business in England / Wales.

Company Number: 11492282

VAT: GB 305 2292 36[/vc_toggle][/vc_column][vc_column width=”1/3″][vc_toggle title=”How can I contact you?”]You can send us an e-mail here. We aim to respond within 24 hours (Monday to Friday), however during busy times please allow up to 48 hours for a reply.

Or alternatively you can reach us via our social platforms where we are very active;

Facebook

Instagram[/vc_toggle][/vc_column][vc_column width=”1/3″][vc_toggle title=”Can you help with issues on your website?”]We sure can! Sometimes it may be out of our control, and could be a hosting issue however we will be more than happy to investigate this for you. Please contact us here if you are experiencing any issues with our website.[/vc_toggle][/vc_column][/vc_row][vc_row][vc_column width=”1/3″][vc_toggle title=”Do you have an actual shop?”]Unfortunately we don’t just yet, however we can arrange (by appointment) for you to visit our showroom. Please just send us an e-mail here to arrange your visit.[/vc_toggle][/vc_column][vc_column width=”1/3″][vc_toggle title=”Do you use Brand Reps?”]We do currently have Brand Reps who work closely with our brand, sharing their purchases, gifts (from us) and general business information. We love building an active community, we work closely with our customers and we love to reward them for their loyalty!

If we are provided with photos that we can use for our website and social media platforms, we certainly will (with your permission, of course!).

Want to see your little one on our website? E-mail your photos here.[/vc_toggle][/vc_column][vc_column width=”1/3″][vc_toggle title=”Do you work alongside other small businesses?”]Omg yes! We absolutely love finding hidden gems within the small business community. If your business offering fits with our brand, then we would love to support you. Send us an e-mail here or get in contact on our social media platforms.[/vc_toggle][/vc_column][/vc_row][vc_row][vc_column][/vc_column][/vc_row]

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